Call Center Hold Times
Can anyone explain to me what is going on with the call center hold times? It used to be that the hold times were always less than 5 minutes no matter when you called in. Over the past 2 months, hold times when I have called in have been more than 15 minutes.
I know, you are thinking why be on hold for that long. I have had issues with my new (less than two months old). I have had to swap it out within the first week, and send it in to have a software update done...which actually caused more problems and didn't even solve the original problem!
I know, you are thinking why be on hold for that long. I have had issues with my new (less than two months old). I have had to swap it out within the first week, and send it in to have a software update done...which actually caused more problems and didn't even solve the original problem!
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Call Center hold times are longer due to the need to increase our staffing at the six call centers around the country. US Cellular is in the midst of hiring an average of 120 call center representatives per month, but it takes 6 weeks to properly train each rep to be productive and customer ready. Help is on the way, and hold times should start decreasing again shortly. Sorry for the inconvenience you are experiencing.
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It's a combination of turnover and failure to hire and train quickly enough.
A little over a year ago USC changed the call routing procedure. Prior to that, calls were routed regionally to their corresponding customer care center. I speak only for the Knoxville center, but this greatly increased their call volume. Since 2005, there were a lot of... shall we say questionable policies: one of which was privacy. Once upon a time, if a customer had a password but forgot it, CORPORATE policy required you simply verified two other bits of information (say DL and DOB). Suddenly, a new policy came out stating that any information given without password was terminable --- and they did terminate--- despite making five or six
versions ...
(continues)
A little over a year ago USC changed the call routing procedure. Prior to that, calls were routed regionally to their corresponding customer care center. I speak only for the Knoxville center, but this greatly increased their call volume. Since 2005, there were a lot of... shall we say questionable policies: one of which was privacy. Once upon a time, if a customer had a password but forgot it, CORPORATE policy required you simply verified two other bits of information (say DL and DOB). Suddenly, a new policy came out stating that any information given without password was terminable --- and they did terminate--- despite making five or six
versions ...
(continues)
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